How long will it be until I get broadband?
Thanks for the post.
Allow me to apologise for the delay first of all. This happened as we needed to manually order broadband for you after the line was transferred in. The delay is ours in getting to pick this up.
I'm placing the order now which is due to complete in 4 working days time.
I'll arrange an extra discount as a good will gesture in light of this whilst I have your account open.
Allow me to apologise for the delay first of all. This happened as we needed to manually order broadband for you after the line was transferred in. The delay is ours in getting to pick this up.
I'm placing the order now which is due to complete in 4 working days time.
I'll arrange an extra discount as a good will gesture in light of this whilst I have your account open.
Thank you, Adam.
I finally managed to get through to plusnet by phone about 5 minutes before your response, and spoke to James in provisioning. He confirmed what you said, but then said he'd do something manually and see if that worked. It did, so I now have broadband. Thank you for your input and helping to get it sorted.
I have raised a complaint about this, purely because I think it needs to be escalated upwards. My complaint is about the issues around the time delay on customer support. I appreciate (because James explained) that you have been inundated by new applicants, and have been frantically training staff to deal with the issues. But perhaps my complaint will make whoever calls the shots for customer service think about how they could have dealt with this. Even a friendly Yorkshire voice, if repeating a message every minute or so for nearly an hour can be annoying - and not having the option to turn the canned music down when the music choices are not to your taste can drive you to distraction. A countdown of how long you still have to wait would be good. A ringback option would be better still. A choice of canned music genre, as some helplines now provide, would make life a whole lot more bearable whilst waiting.
Thanks for your help.
I finally managed to get through to plusnet by phone about 5 minutes before your response, and spoke to James in provisioning. He confirmed what you said, but then said he'd do something manually and see if that worked. It did, so I now have broadband. Thank you for your input and helping to get it sorted.
I have raised a complaint about this, purely because I think it needs to be escalated upwards. My complaint is about the issues around the time delay on customer support. I appreciate (because James explained) that you have been inundated by new applicants, and have been frantically training staff to deal with the issues. But perhaps my complaint will make whoever calls the shots for customer service think about how they could have dealt with this. Even a friendly Yorkshire voice, if repeating a message every minute or so for nearly an hour can be annoying - and not having the option to turn the canned music down when the music choices are not to your taste can drive you to distraction. A countdown of how long you still have to wait would be good. A ringback option would be better still. A choice of canned music genre, as some helplines now provide, would make life a whole lot more bearable whilst waiting.
Thanks for your help.
Quote But perhaps my complaint will make whoever calls the shots for customer service think about how they could have dealt with this
Wellcome to the forum
The previous complaints resulted in 24 hour residential support being reduced to that of the hours between 7.30am-10.00pm, go figure
